❓ Frequently Asked Questions
1. What products do you sell? We offer a range of high-quality pet supplies, including toys, apparel, accessories, and daily care products designed for your furry friends. Product details, dimensions, sizing charts, materials, and care instructions are listed on each product page.
2. How do I place an order? Select your preferred product, size, and quantity, click Add to Cart, and proceed to checkout. Enter your shipping and payment information, then review your order before completing payment. A confirmation email will be sent after your order has been successfully placed.
3. How long does order processing take? Orders are generally processed within 3–5 business days after payment is confirmed. Orders are not normally processed on weekends or public holidays. Processing may take slightly longer during sales or periods of high demand.
4. How long will delivery take? Orders shipped to the United States are generally delivered within 10–20 business days after dispatch. Delivery times are estimates and may be affected by customs inspections, carrier delays, severe weather, public holidays, or an incorrect shipping address.
5. How can I track my order? Once your order has shipped, we will send you a shipping confirmation email containing available tracking information. Tracking may take several business days to update after the parcel has been handed to the carrier.
6. Why hasn’t my tracking information updated? Tracking updates may be delayed while the parcel is being transferred between carriers, processed through customs, or moving between logistics facilities. If tracking has not updated for an extended period, please email service@zenvoriqa.com with your order number.
7. Can I change or cancel my order? Please contact us as soon as possible after placing your order. We may be able to change or cancel an order before fulfillment begins. Once the order has been processed or shipped, it cannot normally be changed or cancelled.
8. Can I change my shipping address? If you entered an incorrect address, contact service@zenvoriqa.com immediately. We cannot guarantee that an address can be changed after an order has entered processing or has been shipped. Customers are responsible for providing a complete and accurate delivery address.
9. What should I do if my order arrives damaged or incorrect? Please contact us within 7 calendar days of delivery and provide:
- Your order number
- A description of the issue
- Clear photos or videos of the item
- Photos of the shipping packaging and label After verification, we may provide a replacement, partial refund, or full refund, depending on the circumstances.
10. What is your return policy? You may request a return within 7 calendar days after confirmed delivery. To qualify for a return, the pet products must be unused, unwashed, in their original condition (free of pet hair, dander, stains, or odors), and returned with original packaging and proof of purchase. Used, chewed, or worn pet items cannot normally be returned for hygiene and safety reasons unless they arrived damaged or defective. Please email service@zenvoriqa.com before returning any product. Returns sent without authorization may not be accepted.
11. Who pays for return shipping? If the return is caused by a verified defect, shipping damage, or our fulfillment error, we will cover the approved return or replacement costs. For returns caused by personal preference, a change of mind, or selecting the wrong size, the customer is responsible for return shipping costs.
12. How long does a refund take? After an approved return is received and inspected, the refund will be issued to the original payment method. Depending on your bank or payment provider, the refund may take approximately 5–10 business days to appear in your account.
13. Will the pet products look exactly like the pictures? We make reasonable efforts to display product colors, materials, and finishes accurately. However, manufacturing processes and screen settings may cause minor differences in appearance. For items like pet apparel, collars, or harnesses, please carefully review the sizing chart on the product page before ordering to ensure a proper fit.
14. How should I safely use and care for the pet products? For the safety of your pets and the longevity of the products:
- Supervise: Always supervise your pets when they are playing with toys, consuming chews, or wearing new accessories.
- Inspect: Regularly inspect toys and accessories for wear and tear.
- Discard: Remove and discard any toy or accessory if it becomes severely damaged, torn, or structurally compromised to prevent choking or swallowing hazards.
- Washing: For pet apparel or bedding, follow the specific washing instructions on the label to maintain fabric quality.
- Fit: Ensure items like collars or harnesses are properly sized—not too tight, not too loose.
15. Do you ship internationally? Available shipping destinations will be displayed at checkout. International orders may be subject to customs duties, taxes, or import fees charged by the destination country. Unless otherwise stated at checkout, these charges are the customer’s responsibility.
16. Will items in the same order arrive together? Most orders are shipped together. However, items may occasionally be sent in separate parcels due to fulfillment arrangements. If an order is divided into multiple shipments, you will not be charged additional shipping fees beyond those shown at checkout.
17. What payment methods do you accept? Available payment methods will be displayed securely at checkout. Payment options may vary depending on your country or region.
18. How can I contact customer support? Please email: service@zenvoriqa.com Customer support hours: Monday–Friday, 9:00 AM–6:00 PM (Hong Kong Time, UTC+8) We normally respond within 1–2 business days. Please include your order number when contacting us about an existing order.